Tara Smith
Portsmouth,VA
Summary
Resourceful Customer Service Representative known for high productivity and efficient task completion. Specialized in communication, problem-solving, and time management skills, ensuring smooth operations in customer service environments. Excel in listening, empathy, and patience, which are crucial for addressing customer needs effectively and building positive relationships.
Overview
21
21
years of professional experience
Work History
Customer Service Representative
Pepboys Parts And Auto
Portsmouth, Virginia
12.2018 - 01.2022
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Surpassed sales goals through implementation of successful marketing strategies.
- Contacted customers about potential service upgrades, new services and account changes.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Monitored customer satisfaction levels through surveys and feedback forms.
- Developed positive relationships with customers through friendly interactions.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Led on- and off-site customer support teams across multiple time zones.
- Identified opportunities for upselling additional products or services based on customer needs.
- Liaised between customers and retail buyers to expedite orders and meet customer demands.
Customer Service Manager
New Tech Solutions
Gary, Indiana
02.2001 - 12.2005
- Reviewed completed work to verify consistency, quality, and conformance.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Conducted research and reviewed findings to solve customer issues.
- Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Conducted regular training sessions for staff on new products, services, and customer service techniques.
- Maintained up-to-date knowledge of company products, services, pricing structures, promotions.
- Maintained accurate records of customers' interactions with the company in order to provide better future services.
- Provided exceptional customer service to ensure customer satisfaction.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
Education
GED -
Indiana High School
Gary, Indiana03-2001
Skills
- Complaint resolution
- Account updating
- Scheduling
- Customer RMA management
- Call center operations
- Banking operations support
- Credit card payment processing
- Prioritization
- Email management
- Appointment scheduling
- Microsoft office expertise
- Microsoft PowerPoint
- Filing
- Calm demeanor
- Typing proficiency
- Multi-line telephone operations
Timeline
Customer Service Representative
Pepboys Parts And Auto
12.2018 - 01.2022
Customer Service Manager
New Tech Solutions
02.2001 - 12.2005
GED -
Indiana High School